Travelling by taxi
Providers of taxi services must have a valid taxi licence and taxi drivers a driving permit. You as a customer are entitled to know before the beginning of the journey how the taxi fare is calculated. The pricing principles must be displayed inside the taxi. In certain cases, for example if your state of health requires it, you may get a reimbursement from Kela for your taxi fare.
Most cars providing taxi services have an illuminated yellow and black roof sign with the text TAKSI or TAXI. If the taxi is vacant, the light in the sign is on. However, taxis are not required to have a roof sign.
A taxi is usually a car, but, for example, lorries, minicars and vans may also be used as taxis.
You can order a taxi by phone, online or by using a mobile application. Taxi companies have their own phone numbers. A dispatch centre may be shared by several taxi companies.
If you take a taxi from a taxi rank, you do not need to take the first taxi in the queue. You are free to choose any taxi for any reason. You can also get a taxi in the street by hailing a passing vacant taxi.
When you order a taxi and before the journey begins, you as a passenger have the right to know how the fare for the journey is calculated. The fare may be based on the meter reading, which means it is based on the kilometres or the time used for the journey. There may also be fixed fares within certain areas or for certain journeys. Companies may also have initial charges.
The taxi fare may vary according to the company, the booking method or the time of the day. The type of the vehicle used may affect the fare. Additional services may also increase the fare. Additional services may include the transport of suitcases and other goods and a baby or child seat.
The pricing principles must be displayed inside the car. They are often marked in stickers displayed in the windows. You can also request an estimate from the driver or negotiate the fare in advance.
If the fare exceeds 100 euros, the driver must specifically negotiate the fare with the customer in advance.
Taxis are not obligated to stand by at quiet times of the day. If you need a taxi at night or at a busy time of the day, order it in advance. You should also order the taxi well in advance in small localities and in the countryside.
Taxi companies must have a taxi licence. The company is responsible for ensuring that its drivers have the required driving skills and customer service skills. A person wishing to be a driver must complete the taxi driver examination. Drivers’ health status, driving rights and criminal record are checked when they apply for a driving permit.
Drivers must know the taxi’s normal operating area well enough. They must have sufficient language skills and an ability to recognise passengers’ disabilities.
The name and contact details of the holder of the taxi licence and the driver’s name must be displayed inside the taxi.
You can check the company’s taxi licence and the driver’s driving permit through the services of the Finnish Transport and Communications Agency Traficom.
The driver must always choose the most inexpensive and the most appropriate route from the passenger’s point of view. If there are several alternatives, the driver may let the passenger choose.
If the passenger and the driver disagree on the fare for the journey, the driver must present the principles used for calculating the fare.
If you cannot reach an agreement, you can file a complaint with the taxi company. If you cannot solve the matter, you can also contact the Consumer Advisory Service of the Finnish Competition and Consumer Authority.
Find out during the journey, which company’s car you are using and what the driver’s name is. Keep the receipt. The receipt shows the time and the date of the journey and other identification data. After the journey, contact the company as soon as possible and explain why you are not satisfied. You should submit the claim for compensation in writing. You can use the Complaint Assistant online service of the Finnish Competition and Consumer Authority when preparing the complaint.
You can get compensation for example for the damage caused to your luggage, but not for annoyance or lost free time.
If your complaint is not successful, contact the Consumer Advisory Service of the Finnish Competition and Consumer Authority. The Consumer Ombudsman provides guidance and mediation in disputes free of charge.
If your taxi journey is paid by Kela or the municipality, you can also contact them or the dispatch centre from which you ordered the taxi.
You can get a reimbursement from Kela for your taxi fare if you have to use a taxi because of the state of your health or because of lacking public transport options. You can also be eligible for a reimbursement if you cannot use public transport due to, for example, an illness or going into labour. Check your eligibility for the reimbursement from Kela.
You will need a certificate from your healthcare provider to attach to your travel reimbursement application. Remember to also keep a copy of this certificate yourself for at least a six-month period.
You can only receive a reimbursement for taxi journeys that you book through a regional dispatch centre that has a contract with Kela. If you show your Kela card before the beginning of the journey, you will get the reimbursement in the taxi. You will pay at most 25 euros for the journey.
Book a taxi in advance through a regional dispatch centre that has a contract with Kela a day before your journey by 14.00. Book through the dispatch centre also in urgent situations.
If you want to cancel the journey you have booked or change it, call the regional dispatch number.
If you have hearing loss or a speech impediment, you can book a Kela taxi by text message.